Returning to a show on My5

[JacobWyn2]

While returning to a show from the ads through the playlist, the screen becomes fuzzy and freezes. I then have to rewind a few seconds before continuing to play the show. The Sky Stream puck is connected via an ethernet cable and is then fine. The My5 app is fine on the Samsung TV and the PS5, but Sky still insist I need a Sky Max box that will stop this from happening. I am three weeks into my 24 month Stream contract, after sending my Sky Q box back, so have no choice but to stay. I have re-installed the app and factory reset my puck, but that hasn't helped. Can someone please tell me how I fix this issue?

[Angel_Aka]

@JacobWyn2 

The apps on Sky Stream tend to be glitchier than those on your smart TV or on most other streaming devices. This is because they are stored on Sky's servers, not on the Stream puck, so there is added latency to everything. 

Adverts seem to cause issues on SkyOS apps too, partly due to the ad-skipping feature which is unique to Sky. This is supposed to let you fast forward through ad breaks on playlisted or on demand content, but can often lead to glitching. 

You need to make sure your broadband network connection is as fast and stable as possible in order to have the best chance of reliability. Check that WiFi is turned off on your puck - even with an ethernet cable attached they can stupidly default to trying to use WiFi. 

[lettice]

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@JacobWyn2 wrote:

While returning to a show from the ads through the playlist, the screen becomes fuzzy and freezes. I then have to rewind a few seconds before continuing to play the show. The Sky Stream puck is connected via an ethernet cable and is then fine. The My5 app is fine on the Samsung TV and the PS5, but Sky still insist I need a Sky Max box that will stop this from happening. I am three weeks into my 24 month Stream contract, after sending my Sky Q box back, so have no choice but to stay. I have re-installed the app and factory reset my puck, but that hasn't helped. Can someone please tell me how I fix this issue?

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Assume you mean you have refreshed your apps in the puck settings, rather than a reinstall.

An apps refresh can in some cases take up to 24 hours to fully complete.

I use the Sky Stream 5 app almost every day and have no ongoing issues.

The ad skipping on the 5 app and its ff/rew etc works well on my two pucks with no glitches.

Normally freezing and stuttering is the main cause when watching linear channels, not apps.

But we do see app issues across the apps and Sky devices from some customers.

Might also be worth doing a settings restart from the Sky Stream puck settings;

Go to Settings>Systems Management>Resets & Updates
Select Restart device
Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

As you say you are connected via an ethernet cable, (assume you are getting a decent speed to the puck via that) make sure you have turned off wifi in the Sky Stream puck network settings.

One other thing that often cures niggles with apps on any platform, is to restart your broadband router/ hub, with your Sky Stream puck in standby whilst doing so.

Be aware, you should only factory reset when Sky have advised or you are on a call/chat with Sky. Doing so can cause some account issues that only Sky can resolve.

[JacobWyn2]

Hi, thanks for your reply. Aww right, I see. Well, hopefully this is something that Sky will sort out soon, as it's really anoying. The WiFi is already switched on, on the puck. I don't have the ad skip feature. as I'm not paying them for that, too. I appreciate your reply, thank you. Angel.

[Angel_Aka]

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@JacobWyn2 wrote:

Hi, thanks for your reply. Aww right, I see. Well, hopefully this is something that Sky will sort out soon, as it's really anoying. The WiFi is already switched on, on the puck. I don't have the ad skip feature. as I'm not paying them for that, too. I appreciate your reply, thank you. Angel.

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If you're connecting via ethernet cable then you need to turn WiFi off on the puck.